What are the responsibilities and job description for the IT Support Technician position at Presque Isle Electric & Gas Co-op?
Job Title: IT Support Technician
Department: Information Systems
Reports To: IT Operations & Security Manager
FLSA Status: Exempt
Summary: This position performs as a member of the Leadership team and reports directly to the IT Operations & Security Manager. The IT Support Technician is responsible for providing technical support for computers, printers and other technology used by PIE&G Coop employees according to company policies and procedures, in alignment with compliance requirements, and in coordination with other PIE&G team members.
Essential Duties and Responsibilities: (Other Duties Maybe Assigned)
- Technical Support: Provide first-line support for IT-related issues, including troubleshooting hardware, software, and network problems. Assist users with the installation, configuration, and ongoing usability of system hardware and software.
- Help Desk Management: Respond to user queries in a timely and efficient manner through various communication channels, including phone, email, and ticketing systems.
- System Maintenance: Perform regular maintenance tasks on IT systems, including updates, patches, backups, and security checks.
- Hardware Management: Manage and maintain IT hardware, including desktops, laptops, printers, phone system, mobile devices and other peripherals. Coordinate repairs and replacements as necessary.
- Software Management: Assist with the installation and configuration of software applications. Ensure all software licenses are properly managed and documented.
- User Training: Provide basic training and support to users on IT systems, software, and security practices. Create and maintain user guides and documentation.
- Network Support: Assist with basic network troubleshooting, including connectivity issues, Wi-Fi management, and IP address assignments.
- Asset Management: Track and manage IT assets, including inventory management, procurement, and disposal of old equipment.
- Security Compliance: Ensure that all IT systems and practices comply with company security policies and best practices. Assist with the implementation of security measures such as antivirus software, firewalls, and data encryption.
- Collaboration: Work closely with other IT team members and departments to address larger technical projects and issues. Also demonstrates the ability to work independently, taking ownership of tasks and seeing them through to successful completion.
- Establishes and maintains effective professional working relationships with co-workers, all levels of management, and Cooperative associates.
- Other duties as defined by the IT Operations & Security Manager.
Supervisory Responsibilities
May supervise IT contractors and related associates, following the Co-op’s policies and applicable laws.
Education and/or Experience
Associates degree (AA/AS) in Information Technology, or related field from an accredited college or university; two to five years of related experience and/or internships; or equivalent combination of education and experience.
Desired Job Skills
- Excellent customer support skills, with experience interacting with IT vendors and supporting office/field employees.
- Proficient in the latest releases of Windows Operating Systems, including configuration, maintenance, and troubleshooting.
- Proficient and capable of providing support of Microsoft Office Applications (Word, Excel, PowerPoint, etc.) and Office 365.
- Possess a working knowledge of switches, routers, TCP/IP, Active Directory (AD), Domain Naming Services (DNS), DHCP, VPN, WAN and LAN connectivity.
- Familiar with Windows servers, Linux servers, Backup systems (Veeam), and Mobile Device Management (Intune).
- Experience implementing and supporting WIFI networks, Access Points, cell phones, and other handheld technologies (Apple, Android, etc..).
Competencies:
- Technical Skills: Continuously builds expertise and shares knowledge.
- Problem Solving: Efficiently identifies and resolves technical issues.
- Customer Service: Responds promptly and manages difficult situations.
- Communication: Clearly conveys information and ensures understanding.
- Teamwork: Collaborates effectively and supports team goals.
- Adaptability: Manages competing demands and adjusts to changes.
- Professionalism: Maintains confidentiality and reacts well under pressure.
- Dependability: Follows through on commitments and meets deadlines.
- Safety and Security: Observes safety protocols and handles equipment properly.
Qualifications:
- Language Skills: Ability to read and interpret technical information, respond to inquiries, and present information effectively.
- Mathematical Skills: Ability to apply basic algebra and geometry concepts.
- Reasoning Ability: Ability to define problems, collect data, and draw valid conclusions.
- Computer Skills: Knowledge of accounting, database, internet, inventory, payroll, spreadsheet, and word processing software.
Certificates, Licenses, Registrations:
Must possess a valid driver’s license and be insurable under the Cooperative’s vehicle liability policy.
Physical Demands:
Requires sitting, talking, hearing, frequent use of hands, occasional standing, walking, lifting up to 25 pounds, and specific vision abilities.
Work Environment:
The work environment is usually quiet. Occasional driving and overnight travel may be required.
Salary : $62,450
